Morgan McKinley is currently partnering with a major Irish retail bank to hire a Fraud Analyst in their St. Stephen's Green location.
This is a 6 month Fixed Term Contract
Your Role:
· To work within a highly motivated team of fraud analysts as part of the 9am to 5pm shift of a customer facing 24*7 department (Flexi 8am to 6pm on agreement with Line Manager)
· Handle Inbound calls from customers to confirm activity as genuine or fraudulent
· Liaise with sections of the fraud department as part of your day to day role of servicing customers
Your Team:
Fraud Operations within the Financial Crime & Loss Prevention Unit, This specific
Role is for the Fraud Operations team and in particular the Inbound Card Call Team.
This role is reporting into the Assistant Manager/Team Leader of Inbound Card Calls
and then into the Manager of Fraud Operations.
Your Responsibilities:
· Answer inbound calls from customers in relation to activity on their credit and debit cards in a timely manner and within SLA's, with a high level of professionalism and empathy.
· Confirm activity as genuine, remove card holds, update system with notes
· Confirm activity as fraudulent, cancel card, reissue card, carry out appropriate scripting, update notes on system, send card to next step in fraud process.
· Use the relevant technology in the specific FC area e.g. TSYS, Card-guard, Unibanks & Genesis
· Take timely actions when particular events have been identified Gather key information in respect to particular risks & Trends. Notify / Carry out escalation process.
· Support other functions within the FC& LP function as required.
Requirements:
Essential
· Good computer literacy in use of MS office, including Word, Excel
· An excellent telephone manner and strong on customer service
· Professionalism and Empathy
· A willingness to develop personal skills
Desired
· Knowledge of PSD regulation and PTSB Banking / Telephony systems
· Exceptional listening skills and attention to detail
· Experience in problem solving and decision making, have good judgement and
· ability to use your initiative.
· A proven strong team player
· Knowledge of financial criminal activity would be an advantage.
